Prime Rx Outlet Support Center
We are dedicated to providing secure, efficient, and transparent telehealth care. Below you will find our comprehensive clinical and operational policies. If you require action on an order, utilize the rapid request buttons in each section.
✉️ General Contact & Information
Corporate Address
1001 Wellington Place
Matawan, NJ 07747
Email Communications
contact@primerxoutlet.com
Response time: ~24 hours
For questions regarding order tracking, account access, or telehealth procedures that do not require an immediate refund or exchange, please submit a general inquiry.
💰 Complete Refund Policy
Because our platform dispenses highly regulated prescription medications, our refund policies must strictly adhere to federal and state pharmacy laws. Please review the parameters for eligible refunds below:
Eligibility for a 100% Full Refund:
- Denied Clinical Intake: If our US-licensed physician determines during your evaluation that the requested medication is medically contraindicated or unsafe for your profile, your order is canceled, and a full refund is automatically issued.
- Pre-Processing Cancellations: If you request an order cancellation before the physician completes the review and authorizes the prescription to the pharmacy, we will grant a full refund.
- Inventory Outages: If a specific generic or brand medication becomes unexpectedly backordered at our fulfillment centers, we will notify you and offer a full refund if you choose not to wait.
Non-Refundable Circumstances:
- Medication Shipped: By federal law, pharmacies cannot accept returns of prescription drugs once they have been dispensed and shipped, regardless of whether the package is opened. We do not issue refunds for buyers' remorse.
- Lack of Efficacy: Telehealth physicians prescribe medications based on established clinical data. However, individual biological responses vary. We cannot issue refunds if a medication "does not work" as effectively as you hoped.
🔄 Exchanges & Damaged Deliveries
Patient safety is our ultimate priority. While dispensing and shipping errors are extremely rare due to our barcode verification and secure packaging, we have rapid protocols in place to resolve physical issues.
- Damaged in Transit: If your package is crushed by the carrier and the medication inside is compromised, you must submit an exchange ticket within 48 hours of delivery. We will require you to upload photographic evidence. Once verified, we will ship a replacement order at zero cost to you via expedited shipping.
- Incorrect Dispensation: If the pill shape, color, or label does not match your prescription (e.g., wrong dosage or entirely wrong medication), do not consume it. Submit an exchange ticket immediately. We will initiate a priority review with the lead pharmacist and send a corrected replacement instantly.
- Stolen Packages: If your tracking shows "Delivered" but the package is missing, you must check with neighbors and your local post office. To process a replacement for stolen prescription medications, we require a copy of a filed police report.
⚖️ Complaints & Clinical Grievances
As an accredited healthcare provider, we take all formal complaints very seriously. You have the right to file a grievance if you are unsatisfied with the level of care, the conduct of our support staff, or the decisions made by our prescribing physicians.
When filing a complaint, please provide a detailed, objective account of the incident. All formal complaints are escalated directly to our Clinical Director and Operations Management team. You will receive a personal, written follow-up within 1 to 2 business days outlining our investigation and resolution steps.
